Kiip Referrals
Kiip Referrals
Kiip Referrals
Helping case workers
Helping case workers
Helping case workers
refer seamlessly
refer seamlessly
refer seamlessly
Product Design
User Research
UI Design
Product Design
User Research
UI Design
Product Design
User Research
UI Design
Role
Designer
Duration
June - Aug 2023
team
Kelly
Phil
Corina
An
Quymbee
Referrals
Kiip Referrals designed the “Organization Referrals” feature. I was involved in the process from 0-1, from being part of initial research, interviewing case workers, brainstorming, designing, ticket writing and handing off for implementation.
Kiip’s is a platform that helps individuals securely store, organize and share their documents. The Referrals feature helps one such organization refer their client to another organization to help broaden the benefits and resources they are getting. For example an organization assisting clients with housing can refer them to another organization specializing in job placement.
Problem
Currently, if a client who is availing services from one organization needs to avail services from another, they have to reach out to the new organizations themselves. Finding the right organization can be extremely challenging while tackling issues like homelessness, food insecurity and lack of healthcare.
Context
Kiip’s is a platform that helps individuals securely store, organize and share their documents.
The problem of access to vital documents and information is endemic; it hinders people in their efforts to get access to services; and as a result, it places an undue administrative burden on nearly everyone in society: people seeking public assistance, nutritional assistance, elder care, children in foster care, neurodiverse communities, individuals going through prison re-entry.
In the US alone, $180 billion in annual benefits and services are not received by eligible individuals and families because they are unaware of their eligibility or lack the appropriate documentation.
I worked on creating the Referrals tool that helps one such organization refer their client to another organization to help broaden the benefits and resources they are getting. The feature also sends the required documents present on Kiip to reduce the time spent in sending the documents.
Glossary
Client - An unhoused individual seeking resources and support to navigate through benefits and available services
Organization - Homeless Outreach Programs such as HOPICS & LA FH that help clients get the right benefits such as housing, food security, job placements
Case worker’s tasks - Engaging a client in learning their situation, to build a suitable plan of action, and helping the client to solve their problems through client commitment and use of their own and community resources
Room - A platform on Kiip where clients interact with their case workers, this is where the client can chat with their case worker, submit documents and fill out forms
Goal
Accelerate benefit access by implementing a streamlined workflow for swift client referrals within and outside the organization.
1
Reduce time taken to find the right organization
3
Reduce time outside of Kiip to send details to case workers
2
Increase the availability of benefit options
4
Reduce time spent to send documents to next organization
Referrals
Stephen Mayer, a Salt Lake City native, was nurtured in the publishing world by his magazine-running father and developed a fascination for fonts upon receiving a Mac for his family. During his collegiate years, he skipped lectures and gained knowledge about typeface—and life—by working as a designer for his university newspaper.
He also worked independently as a consultant, bridging the gap between typeface creators and users, always championing the needs of both parties. Not only is he the co-founder of the web platforms, Typographica and Fonts In Use, Stephen has also penned a regular column for Print magazine and authored the acclaimed book The Anatomy of Type. In 2017, he became an integral part of the nonprofit library and museum, Letterform Archive, as an Associate Curator and Editorial Director.
Problem
Stephen Mayer, a Salt Lake City native, was nurtured in the publishing world by his magazine-running father and developed a fascination for fonts upon receiving a Mac for his family. During his collegiate years, he skipped lectures and gained knowledge about typeface—and life—by working as a designer for his university newspaper.
He also worked independently as a consultant, bridging the gap between typeface creators and users, always championing the needs of both parties. Not only is he the co-founder of the web platforms, Typographica and Fonts In Use, Stephen has also penned a regular column for Print magazine and authored the acclaimed book The Anatomy of Type. In 2017, he became an integral part of the nonprofit library and museum, Letterform Archive, as an Associate Curator and Editorial Director.
Context
Stephen Mayer, a Salt Lake City native, was nurtured in the publishing world by his magazine-running father and developed a fascination for fonts upon receiving a Mac for his family. During his collegiate years, he skipped lectures and gained knowledge about typeface—and life—by working as a designer for his university newspaper.
He also worked independently as a consultant, bridging the gap between typeface creators and users, always championing the needs of both parties. Not only is he the co-founder of the web platforms, Typographica and Fonts In Use, Stephen has also penned a regular column for Print magazine and authored the acclaimed book The Anatomy of Type. In 2017, he became an integral part of the nonprofit library and museum, Letterform Archive, as an Associate Curator and Editorial Director.
Glossary
Client - An unhoused individual seeking resources and support to navigate through benefits and available services
Organization - Homeless Outreach Programs such as HOPICS & LA FH that help clients get the right benefits such as housing, food security, job placements
Case worker’s tasks - Engaging a client in learning their situation, to build a suitable plan of action, and helping the client to solve their problems through client commitment and use of their own and community resources
Room - A platform on Kiip where clients interact with their case workers, this is where the client can chat with their case worker, submit documents and fill out forms
Goal
Accelerate benefit access by implementing a streamlined workflow for swift client referrals within and outside the organization.
1
Reduce time taken to find the right organization
3
Reduce time outside of Kiip to send details to case workers
2
Increase the availability of benefit options
4
Reduce time spent to send documents to next organization
Referrals
Kiip Referrals designed the “Organization Referrals” feature. I was involved in the process from 0-1, from being part of initial research, interviewing case workers, brainstorming, designing, ticket writing and handing off for implementation.
Kiip’s is a platform that helps individuals securely store, organize and share their documents. The Referrals feature helps one such organization refer their client to another organization to help broaden the benefits and resources they are getting. For example an organization assisting clients with housing can refer them to another organization specializing in job placement.
Problem
Currently, if a client who is availing services from one organization needs to avail services from another, they have to reach out to the new organizations themselves. Finding the right organization can be extremely challenging while tackling issues like homelessness, food insecurity and lack of healthcare.
Context
Kiip’s is a platform that helps individuals securely store, organize and share their documents.
The problem of access to vital documents and information is endemic; it hinders people in their efforts to get access to services; and as a result, it places an undue administrative burden on nearly everyone in society: people seeking public assistance, nutritional assistance, elder care, children in foster care, neurodiverse communities, individuals going through prison re-entry.
In the US alone, $180 billion in annual benefits and services are not received by eligible individuals and families because they are unaware of their eligibility or lack the appropriate documentation.
I worked on creating the Referrals tool that helps one such organization refer their client to another organization to help broaden the benefits and resources they are getting. The feature also sends the required documents present on Kiip to reduce the time spent in sending the documents.
Glossary
Client - An unhoused individual seeking resources and support to navigate through benefits and available services
Organization - Homeless Outreach Programs such as HOPICS & LA FH that help clients get the right benefits such as housing, food security, job placements
Case worker’s tasks - Engaging a client in learning their situation, to build a suitable plan of action, and helping the client to solve their problems through client commitment and use of their own and community resources
Room - A platform on Kiip where clients interact with their case workers, this is where the client can chat with their case worker, submit documents and fill out forms
Goal
Accelerate benefit access by implementing a streamlined workflow for swift client referrals within and outside the organization.
1
Reduce time taken to find the right organization
3
Reduce time outside of Kiip to send details to case workers
2
Increase the availability of benefit options
4
Reduce time spent to send documents to next organization
Final Solution
Introducing “Referrals”, a tool catered to case workers to refer their clients via Kiip to other organization. With this feature, case workers can send relevant documents to organizations that can help their client better.
Research
We conducted various interviews before and during the design process to understand how a referrals feature can best help a case workers and clients.
1
Complicated Transfer Process
After supporting a client with benefits, case workers often face challenges reminding them to engage with the next organization, a recurring pain point highlighted in calls and interviews
2
Redundant Document Transfers
Case workers were sending documents to other organizations through email, online cloud services and by sending physical documents —this process was much more time consuming.
3
Missing Documents
While sending multiple documents for multiple clients to multiple organizations it is likely that some documents are missed out, lengthening the process of the referral.
4
Time-consuming Endeavor
Manually tracking and transferring clients is a time and effort consuming chore for case workers. This time can be spent on helping the clients instead
Significance
Managing multiple clients as a case worker is a challenging task, and it becomes even more complex when clients are referred by and to various organizations. This process adds an additional layer of stress to an already hectic workload. This renders it exceptionally cumbersome and challenging for case workers to handle both incoming and outgoing clients effectively.
"With Kiip, our client exits have significantly decreased. Previously, I would exit 100 clients monthly due to non-compliance. Now, it's down to 20 as they either graduate or get referred to other programs."
Case Manager on what happen after clients receive their benefits
"We retain graduated clients on file to facilitate referrals to other organizations or departments. We prioritize referrals from organizations we have previously collaborated with, emphasizing trust in the client's needs."
Case Manager on referring their clients to other organizations & working with referred clients
Feature Prioritization
To prioritize features that generate maximum value in a limited timeframe, we collaborated with project management, research, engineering, and product operations to devise a plan for the MVP or the thinnest slice as we like to call it at Kiip.
We ultimately decided to tackle two workflows that dominate the majority of a rep’s work: client directory management and referral process
Opportunity
A better referral system experience can help case workers and clients alike. For case workers, this translates to streamlined processes and a reduced workload. Meanwhile, clients benefit by gaining quicker access to the right organizations.
Final Design
Updated Client Directory
With the Referrals feature, I created a distinct list for incoming clients, ensuring easy assignment for case workers alongside the existing 'All Clients' and 'My Clients' categories in the directory.
2. The Referral Process from the Representative Room
The referral process starts in the client's room, allowing reps to select the organization, specify required documents, and add notes for the next case worker.
2. The Referral Process from the Representative Room
The referral process starts in the client's room, allowing reps to select the organization, specify required documents, and add notes for the next case worker.
3. Client Room
After a referral, the new organization appears in the client's nav bar. They can view transferred documents in their room, and once a rep is assigned, the room is ready for communication.
Design Handoff
I generated handoff documents for the engineering team, offering detailed insights for screens requiring context. These documents were structured into flows to enhance comprehension.
I collaborated closely with the team, ensuring a thorough understanding of the details throughout the process.
Additionally, I composed tickets to aid in grasping the context, solution, purpose, and finer details. To further enhance clarity, they outlined the context, proposed solutions, purposes, and minute details.
Outcomes & Takeaways
1
Shipped to case workers
The feature was shipped and is currently used by various organizations for internal as well as external referrals.
2
Understood Ground Reality
Conducted interviews with case workers, managers & directors to gain insights into their client exit & transfer processes. It was fascinating to discover unique approaches each organization has in handling procedures.
3
Keep it Simple
Simplifying the process is crucial for case workers managing heavy workloads. It enhances efficiency and allows them to focus on delivering impactful support to clients
4
Nomenclature Matters
Recognizing the significance of nomenclature in exiting clients from various programs and organizations within our system was crucial. Determining the appropriate terms for each process was an essential aspect of this understanding.
Research
We conducted various interviews before and during the design process to understand how a referrals feature can best help a case workers and clients.
1
Complicated Transfer Process
After supporting a client with benefits, case workers often face challenges reminding them to engage with the next organization, a recurring pain point highlighted in calls and interviews
2
Redundant Document Transfers
Case workers were sending documents to other organizations through email, online cloud services and by sending physical documents —this process was much more time consuming.
3
Missing Documents
While sending multiple documents for multiple clients to multiple organizations it is likely that some documents are missed out, lengthening the process of the referral.
4
Time-consuming Endeavor
Manually tracking and transferring clients is a time and effort consuming chore for case workers. This time can be spent on helping the clients instead
Significance
Managing multiple clients as a case worker is a challenging task, and it becomes even more complex when clients are referred by and to various organizations. This process adds an additional layer of stress to an already hectic workload. This renders it exceptionally cumbersome and challenging for case workers to handle both incoming and outgoing clients effectively.
"With Kiip, our client exits have significantly decreased. Previously, I would exit 100 clients monthly due to non-compliance. Now, it's down to 20 as they either graduate or get referred to other programs."
Case Manager on what happen after clients receive their benefits
"We retain graduated clients on file to facilitate referrals to other organizations or departments. We prioritize referrals from organizations we have previously collaborated with, emphasizing trust in the client's needs."
Case Manager on referring their clients to other organizations & working with referred clients
Feature Prioritization
To prioritize features that generate maximum value in a limited timeframe, we collaborated with project management, research, engineering, and product operations to devise a plan for the MVP or the thinnest slice as we like to call it at Kiip.
We ultimately decided to tackle two workflows that dominate the majority of a rep’s work: client directory management and referral process
Opportunity
A better referral system experience can help case workers and clients alike. For case workers, this translates to streamlined processes and a reduced workload. Meanwhile, clients benefit by gaining quicker access to the right organizations.
Final Design
Updated Client Directory
With the Referrals feature, I created a distinct list for incoming clients, ensuring easy assignment for case workers alongside the existing 'All Clients' and 'My Clients' categories in the directory.
2. The Referral Process from the Representative Room
The referral process starts in the client's room, allowing reps to select the organization, specify required documents, and add notes for the next case worker.
2. The Referral Process from the Representative Room
The referral process starts in the client's room, allowing reps to select the organization, specify required documents, and add notes for the next case worker.
3. Client Room
After a referral, the new organization appears in the client's nav bar. They can view transferred documents in their room, and once a rep is assigned, the room is ready for communication.
Design Handoff
I generated handoff documents for the engineering team, offering detailed insights for screens requiring context. These documents were structured into flows to enhance comprehension.
I collaborated closely with the team, ensuring a thorough understanding of the details throughout the process.
Additionally, I composed tickets to aid in grasping the context, solution, purpose, and finer details. To further enhance clarity, they outlined the context, proposed solutions, purposes, and minute details.
Outcomes & Takeaways
1
Shipped to case workers
The feature was shipped and is currently used by various organizations for internal as well as external referrals.
2
Understood Ground Reality
Conducted interviews with case workers, managers & directors to gain insights into their client exit & transfer processes. It was fascinating to discover unique approaches each organization has in handling procedures.
3
Keep it Simple
Simplifying the process is crucial for case workers managing heavy workloads. It enhances efficiency and allows them to focus on delivering impactful support to clients
4
Nomenclature Matters
Recognizing the significance of nomenclature in exiting clients from various programs and organizations within our system was crucial. Determining the appropriate terms for each process was an essential aspect of this understanding.
Research
We conducted various interviews before and during the design process to understand how a referrals feature can best help a case workers and clients.
1
Complicated Transfer Process
After supporting a client with benefits, case workers often face challenges reminding them to engage with the next organization, a recurring pain point highlighted in calls and interviews
2
Redundant Document Transfers
Case workers were sending documents to other organizations through email, online cloud services and by sending physical documents —this process was much more time consuming.
3
Missing Documents
While sending multiple documents for multiple clients to multiple organizations it is likely that some documents are missed out, lengthening the process of the referral.
4
Time-consuming Endeavor
Manually tracking and transferring clients is a time and effort consuming chore for case workers. This time can be spent on helping the clients instead
Significance
Managing multiple clients as a case worker is a challenging task, and it becomes even more complex when clients are referred by and to various organizations. This process adds an additional layer of stress to an already hectic workload. This renders it exceptionally cumbersome and challenging for case workers to handle both incoming and outgoing clients effectively.
"With Kiip, our client exits have significantly decreased. Previously, I would exit 100 clients monthly due to non-compliance. Now, it's down to 20 as they either graduate or get referred to other programs."
Case Manager on what happen after clients receive their benefits
"We retain graduated clients on file to facilitate referrals to other organizations or departments. We prioritize referrals from organizations we have previously collaborated with, emphasizing trust in the client's needs."
Case Manager on referring their clients to other organizations & working with referred clients
Feature Prioritization
To prioritize features that generate maximum value in a limited timeframe, we collaborated with project management, research, engineering, and product operations to devise a plan for the MVP or the thinnest slice as we like to call it at Kiip.
We ultimately decided to tackle two workflows that dominate the majority of a rep’s work: client directory management and referral process
Opportunity
A better referral system experience can help case workers and clients alike. For case workers, this translates to streamlined processes and a reduced workload. Meanwhile, clients benefit by gaining quicker access to the right organizations.
Final Design
Updated Client Directory
With the Referrals feature, I created a distinct list for incoming clients, ensuring easy assignment for case workers alongside the existing 'All Clients' and 'My Clients' categories in the directory.
2. The Referral Process from the Representative Room
The referral process starts in the client's room, allowing reps to select the organization, specify required documents, and add notes for the next case worker.
2. The Referral Process from the Representative Room
The referral process starts in the client's room, allowing reps to select the organization, specify required documents, and add notes for the next case worker.
3. Client Room
After a referral, the new organization appears in the client's nav bar. They can view transferred documents in their room, and once a rep is assigned, the room is ready for communication.
Design Handoff
I generated handoff documents for the engineering team, offering detailed insights for screens requiring context. These documents were structured into flows to enhance comprehension.
I collaborated closely with the team, ensuring a thorough understanding of the details throughout the process.
Additionally, I composed tickets to aid in grasping the context, solution, purpose, and finer details. To further enhance clarity, they outlined the context, proposed solutions, purposes, and minute details.
Outcomes & Takeaways
1
Shipped to case workers
The feature was shipped and is currently used by various organizations for internal as well as external referrals.
2
Understood Ground Reality
Conducted interviews with case workers, managers & directors to gain insights into their client exit & transfer processes. It was fascinating to discover unique approaches each organization has in handling procedures.
3
Keep it Simple
Simplifying the process is crucial for case workers managing heavy workloads. It enhances efficiency and allows them to focus on delivering impactful support to clients
4
Nomenclature Matters
Recognizing the significance of nomenclature in exiting clients from various programs and organizations within our system was crucial. Determining the appropriate terms for each process was an essential aspect of this understanding.
Ann Mathew
Created on Coffee, OJ & Kombucha
(not all at once though)
Get in touch
Send an email or DM and I'll get back to you asap.
Ann Mathew
Created on Coffee, OJ & Kombucha
(not all at once though)
Get in touch
Send an email or DM and I'll get back to you asap.
Lights on·off